SMIT Service Desk Technical Lead (NNPI/SIPR)

**Description**

The SMIT Service Desk has an opening for an experienced Technical Lead to work in our Norfolk, VA office. This position provides Tier I assistance in problem resolution through mentoring and coaching through individual or classroom training instruction.

**Primary Responsibilities**

**As a Service Desk Technical Lead, you will:**

+ Monitor Teams Chat to assist Tier I Agents.
+ Assist with training sessions and performance progression.
+ Prepare for, lead, and follow-up on technical training sessions.
+ Track agent performance.
+ Assist Supervisor with ticket analysis.
+ Research mishandled tickets that get sent back to the team.
+ Provide escalation follow-up.
+ Mentor and provide operational support to agents.
+ Coordinate with OST to ensure additional operational support coverage for the team.
+ Coordinate knowledge development and dissemination -Lead Service Desk Tier I team toward delivery of organization...